I was a member here for years. I used to really like it because they were always able to get me in same day and all of the therapists were awesome. The front desk has always been super nice to me, but I've seen/heard them treat other customers really, really badly. There have also been several times they were supposed to call me back about something and never did. Lately it's been really hard to get in same day with a decent therapist. Among the staff now, about half of them are mediocre, a couple are terrible, and a couple are stand out. It was worth it to me before to keep my grandfathered membership active, but then I had some life changes that made me decide I needed to cancel.
I canceled the first week of January and was told that I would have one more deduction on the 15th before the cancelation would be complete. I filled out the cancelation paper and signed with Juliet at the front desk. I asked if I needed to take a picture of the sheet or get a copy and she said there was no need because she had already placed the cancelation into the computer. Like an idiot, I trusted her.
Today, 2/15, another deduction came through. I called this morning and was told they have no record of the cancellation and that they would have the retreat director call me back when she came into the office at 12. No call. I called a couple of hours after that and was told she was on a conference call and would call me back. No call. Called again and was told she was unavailable. They are now closed for the day and I still have not received a call.
I am not happy. I have zero time for this kind of crap in my life. The customer service provided by the manager (or lack thereof) is indicative of how much they care about their customers. This is exactly the reason people hate memberships to stuff. Go somewhere else where they won't steal from you and where they'll actually call you back.